Contact Representative (Collection Representative)

Department Of The Treasury Chamblee , GA 30341

Posted 2 months ago

  • Duties




The U.S. Department of the Treasury has a distinguished history dating back to the founding of our nation. As the steward of U.S. economic and financial systems, Treasury is a major and influential leader in today's global economy. We have over 100,000 employees across the country and around the world.

Come Join the Department of the Treasury and Invest in Tomorrow.

See "Other Information" for Locations

Learn more about this agency


WHAT IS THE SMALL BUSINESS/SELF EMPLOYED (SB/SE) DIVISION? The Small Business/Self-Employed (SB/SE) Division provides examinations and taxpayer education services for about 7 million small businesses and upwards of 33 millions self-employed and supplemental income taxpayers. SB/SE taxpayers generally have higher incomes than most taxpayers, need to file twice as many tax forms, and generally need to rely more on paid tax preparers and the taxpayer education outreach activities of the IRS.

WHAT DOES A CONTACT REPRESENTATIVE DO? IRS Contact Representatives work primarily with taxpayers and their representatives through telephone or face-to-face contact. You would provide authoritative tax law assistance and take action where needed to resolve their tax issues, often involving delinquent situations. Actions needed might include analyzing the taxpayer's ability to pay, initiating liens, and negotiating installment payment agreements.

As a Contact Representative you will:

  • Provide technical assistance to individuals and/or businesses primarily through telephone interaction in a dynamic call center environment, and/or face-to-face contact;

  • Address wide range of issues/problems that require unique solutions;

  • Apply the tax code to assist taxpayers in understanding and meeting their tax responsibilities;

  • Secure, analyze and protect sensitive personal and financial information;

  • Make determinations and use sound judgment to resolve taxpayer disputes and delinquency issues; And

  • Develop, analyze and evaluate information involving the research of computerized records by accessing multiple online/database systems.

If you are selected at a lower grade level, you will have the opportunity to learn to perform all these duties, and will receive training to help you grow in this position.

WHERE CAN I FIND OUT MORE ABOUT OTHER IRS CAREERS? If you want to find out more about IRS careers, visit us on the web at

Travel Required

Occasional travel - See Other information

Supervisory status


Promotion Potential

  • Job family (Series)
    0962 Contact Representative

  • Requirements



Conditions of Employment

  • Refer to Other Information.

  • Click "Print Preview" to review the entire announcement before applying.

  • Must be a U.S. Citizen or National



You must meet the following requirements by the closing date of this announcement:

GS-05 LEVEL: You must have one year of specialized experience at a level of difficulty and responsibility equivalent to the GS-04 grade level in the Federal service. Specialized experience for this position includes: experience that may have been gained in work with records, documents or financial accounts which involved applying established rules and procedures, or experience gained through work in positions that involved frequent contact with the public researching and responding to non-routine requests for information orally or in writing. The following are examples of specialized experience that may be qualifying and are not all inclusive. Applying laws, rules or regulations and written guidelines; Experience gained in an environment conducting face to face and/or telephone interviews (e.g., collection agency, telemarketing, customer service, sales) resolving problems and issues; Negotiating with others to resolve issues; Performing administrative and technical procedures using a computer to locate and review records and reconcile discrepancies; Experience working with records or financial accounts applying established rules and procedures (e.g., basic accounting, credits and debits, researching and/or adjusting accounts). OR

You may substitute education for specialized experience as follows: completed at least 4 years of education above the high school level leading to a Bachelor's degree (120 semester hours, 180 quarter hours or 2880 formal classroom hours) or a Bachelors or higher degree. OR

You may qualify by a combination of experience and education. Options for qualifying based on a combination will be identified in the online questions

  • The experience may have been gained in the public sector, private sector or Volunteer Service. One year of experience refers to full-time work; part-time work is considered on a prorated basis.

  • To ensure full credit for your work experience, please indicate dates of employment by month/year, and indicate number of hours worked per week, on your resume.


icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Customer Service Representative I ES


Posted 2 weeks ago

VIEW JOBS 10/29/2019 12:00:00 AM 2020-01-27T00:00 Apply from inside the Univar IT network Apply from outside of the Univar IT network Title: Customer Service Representative I, ES Location: Chamblee, GA, US, 30341 Company: Univar Solutions USA Requisition ID: 11515 Want to work for a company that is reimagining distribution? Join Univar Solutions, the premier global distributor of chemicals and ingredients. Our goal is to function as a direct extension of our customers' teams; to serve as an ally in their quest of business success. At Univar Solutions, we're building on our more than 90 years of experience and drawing on deep resources – inventory and logistics experts, scientists, PhDs, procurement, customer service, sales and marketers-to deliver consultative services and an unmatched portfolio to solve customers' formulation and operational challenges. When you work for Univar Solutions, you'll play an important role in shaping how we deliver more than chemical and ingredients. Primary Purpose: Responsible for leading and ensuring effective sales order management. Serves as single point of contact to provide consistent, positive customer experiences. Responsible for initial order entry, management of order changes, and coordinating order fulfillment. Empowered to make decisions on behalf of company in alignment with Univar strategy, guiding principles and customer satisfaction. Leads resolution of service issues that directly impact customer order fulfillment. Assists in earning "Customers for Life" through the establishment of positive customer relationships while enhancing customer satisfaction and confidence. Suggests additions to sales orders based on customer purchase history, knowledge of vertical markets, and commercial strategy. Gathers market intelligence for entry into CRM System. Specific Duties and Responsibilities: A. Receives and processes customer purchase orders * Enters orders received via telephone and online in real time * Enters electronic, paper and manual orders online * Verifies & confirms customer orders and delivery expectation * Quotes prices according to uniform pricing strategy and current market pricing * Tracks order exceptions and maintains as needed B. Develops solutions to customer needs/opportunities * Evaluates needs/opportunities and matches them with Univar USA's products/services * Establishes communication with appropriate internal Univar personnel (e.g. Operations, Sales, and MPU) to ensure timely responses to fulfillment issues * Recommends increases in size of order by using sales history information C. Builds and sustains long-term customer partnerships * Creates mutually beneficial relationships with customers through establishment of rapport coupled with responsiveness to customer needs (return messages, timely follow-through) * Maintains up-to-date information on customers (contacts, products, requirements, etc.) Ensures accuracy of customer information records and associated message text in Univar system * Fulfills customer's expectations with realistic commitments D. Displays effective interpersonal & communication skills (internal/external) * Delivers timely and accurate information to customers & internal business partners both verbally and in writing * Actively listens E. Demonstrates knowledge of Univar USA Inc. * Understands Univar vision, mission statement & quality process * Understands customer service policies & procedures F. Teamwork: collaborates with team members * Seeks good communication and cooperation within Univar USA's organization * Coordinates all routine aspects of customer orders, requests, and inquiries * Identifies and uses internal resources as needed to complete tasks * Supports team goals * Is receptive/flexible/adaptable to change G. Understands, generally, about competitors and their services H. Resolves problems/nonconformances quickly * Uncovers and verifies problems/nonconformances * Probes for all details on expressed concerns I. Effectively uses the CASES process J. Completes all paperwork, reports and administrative tasks in a timely, complete and accurate manner Problem Solving: Routine: Find an equivalent product or alternate size or source in order to meet customer delivery requirement on time Inform customers of back-order situations and delivery deviations. Decision-Making Authority: Customer–facing issues that directly impact order fulfillment Price quotations within established guidelines Specialized Knowledge/Skills: Entry Requirements * Communication and active listening skills * Telephone skills * Knowledge of Univar USA products, services, and the industries we serve * Problem-solving * Keyboarding and basic PC skills – UVX /ERP System Skills * General knowledge of pricing and marketing strategy Experience * 0-2 years with a degree and prior customer service, customer solutions and/or sales experience. * Minimum 2-plus years prior customer service, customer solutions and/or sales experience without a degree. * Relevant internship experience equally beneficial to the role. Education/Training: * Bachelor's degree preferred * ERP/CRM experience preferred * Physical Demands/Environmental Conditions: * Work as part of a collective team and an office environment * Pace of activity * Stress level * Keyboard entry * Potential exposure to chemical substances of varying hazard classifications Univar Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on their race, gender, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, or other protected classification. We offer comprehensive benefits to employees including medical, dental, STD, LTD and life insurance, 401k, generous PTO and much more. Univar Chamblee GA

Contact Representative (Collection Representative)

Department Of The Treasury